COMPLAINTS PROCEDURE

All mediators at Springett Place Ltd are certified as competent to accept instructions as an Accredited Mediator to international standards. They also operate in accordance with the Society of Mediators’ Code of Practice For Mediators 2020
 

Its mediators are committed to providing a high-quality service and take any complaints or dissatisfaction very seriously.
 

If you are not happy with any aspect of our service, please refer this to Lucinda Springett as soon as possible by email to lucinda.springett@gmail.com giving as much detail as possible (including the names of the parties and the date of the mediation and how you would like the complaint to be resolved). Lucinda will respond promptly to acknowledge receipt and then investigate the complaint in detail and try to resolve it with you speedily, and in any event will respond within 21 days of receiving your email (unless more time is reasonably requested).
 

If you are not completely satisfied with the response, the matter (including all documents and information supplied by you) will be referred to an independent accredited mediator (ideally with experience of the mediation’s subject matter) within 14 days who will be asked to contact you and review the matter and make recommendations which we will have regard to. We will pay the independent mediator’s costs.
 

If you are still not satisfied, you should contact the Society of Mediators by emailing mediators@societyofmediators.com.